Call Centre Manager - Meet & Greet (Quality Analyst)

Join our family today.

Together, We'll Make Travel Better.

What You'll Be Doing -

Process Improvement

• Analyze YQ Call Center workflows and identify areas for optimization.
• Develop processes to track bookings on day of travel, keeping close contact with service providers, and anticipating potential issues and training the team to be able to manage the issues within their means.
• Drive the development of SDO lite module and subsequent roll-out and adoption by Service partners.
• Develop training modules and SOPs for call center agents specific to Meet & Greet offerings and protocols.
• Work with key service partners and internal operations teams to streamline processes and improve guest experience.
• Support and drive initiatives to streamline processes, reduce costs, and enhance productivity across ALLWAYS locations.

Client Experience & Issue Resolution

• Act as escalation point for service recovery and client complaints, ensuring swift resolution and root cause analysis.
• Lead initiatives to enhance the guest journey, including onboarding, feedback loops, and personalization strategies.

Cross Functional Coordination

• Liaise with Sales enablement, IT, Legal, and Finance to support client onboarding.

Performance Tracking

• Analyze operational data (Customer feedback, SLAs, NPS) to identify gaps, and opportunities for improvement.
• Prepare Operations performance reports and present findings to senior leadership.

About you:

• Diploma in Business, Hospitality, Tourism, Supply Chain, or relevant field. Bachelor’s degree would be an added advantage.
• Minimum 5 years’ experience in airport operations or hospitality, with some experience in reservations call center or similar environment.
• Proven leadership in managing large teams and complex service workflows.
• Strong communication, problem-solving, and stakeholder management skills.
• Familiarity with CRM systems, booking platforms, and airport protocols.
• Ability to work flexible hours including weekends and public holidays.
• Attentive to details, efficient, well-planned with good business sense and strong team spirit
• Capable of working under pressure and prioritize work with excellent time management
• Strong communication and interpersonal skills with analytical mind
• Good customer service and account management skills Overseas travel is required
• Advanced Excel, PowerPoint, Word and use of Graphs to interpret data.
• Strong in spoken and written English and Mandarin.